After-sales service

▍Warranty Period

- We commit to a warranty period of 1 year from the date of product acceptance for the supplied equipment.

▍In-warranty maintenance

- During the warranty period, if equipment damage occurs (excluding damage caused by the buyer’s intentional actions; damage resulting from force majeure is also excluded), the supplier shall, upon receipt of notification, dispatch personnel to the site of the malfunction within 4 hours and complete the repair or replacement of the damaged equipment within 8 hours. For major malfunctions, repairs shall be completed within 12 hours, and no fees shall be charged to the buyer for such services.
- The configured low-value consumables shall be covered by a 120-day warranty period starting from the date of product acceptance.
- Provide simple maintenance and care guidelines for each piece of equipment, including information on “daily maintenance,” “monthly maintenance,” “quarterly maintenance,” and “annual maintenance.”
- We promise to offer returns and exchanges for defective products that cannot be repaired or that customers are unsatisfied with.
- During the equipment warranty period, multiple warranty options are available, namely:

▍In-warranty maintenance

- 1) Equipment outside the warranty period will be maintained under Category II maintenance, which involves regular inspections: After the warranty period expires, a regular follow-up inspection regime of at least four times per year will be implemented.
- 2) Maintenance Contract: Within 30 days after the warranty period expires, a renewal equipment maintenance and repair contract may be voluntarily signed by the user.
- 3) All equipment maintenance projects shall prioritize preventive maintenance. For spare parts that genuinely cannot be repaired, replacement shall be carried out only after obtaining the user’s consent and obtaining their signed approval. In certain circumstances, to ensure the normal operation of the user’s equipment, the supplier may first provide specially configured replacement parts for temporary use, with the faulty parts being replaced once they have been repaired.
- 4) The supplier commits that the prices of the above-mentioned commonly used wear parts and spare parts will not increase for three years.

▍Service Timeliness

- Monthly telephone follow-up calls; on-site inspection and maintenance every three months; response time upon receiving user notification: reply within 1 hour, arrive at the fault site within 4 hours, and repair or replace damaged equipment within 8 hours. For major faults, repairs must be completed within 12 hours, and our team must reach the site within 12 hours.
- Maintenance Cycle: Starting from the date of product commissioning, a systematic inspection, testing, adjustment, repair, and maintenance program will be conducted every 90 days for all operating equipment. Minor repair tasks should be completed within 1–2 days; routine maintenance tasks should be completed within 1–3 days; major overhaul and maintenance tasks should be completed within 1–6 days; and component repair tasks should be completed within 1–10 days. All maintenance activities must have contingency plans in place to ensure that they do not significantly disrupt the customer’s normal production operations.

Training Plan

▍Training Objectives

(1) Through training, after-sales service personnel will become familiar with the performance of the company’s various products and master the correct methods for product use, maintenance, and repair/maintenance.
(2) Through training, after-sales service personnel will be able to provide customers with accurate and timely technical support, resolving any issues customers encounter during the equipment’s warranty period.
(3) Through training, after-sales service personnel and customers will gain a more comprehensive and sufficient understanding of the equipment, enabling them to competently perform their assigned tasks and ensuring the equipment operates reliably.

▍Training Format and Content

- Factory training:
- After signing the contract, the user may dispatch at least 1–2 maintenance or operation personnel to the factory for a period of 1–2 months. Our designated engineers will be responsible for guiding the trained personnel through the equipment production and commissioning processes, enabling them to acquire and master the knowledge required for both operation and maintenance. This will provide the personnel with a comprehensive, end-to-end understanding of the machinery, helping operators become familiar with all critical components as well as the key aspects of the machine’s design, manufacturing, operation, and maintenance.
- On-site training:
- After the products are delivered and placed in position, our personnel can work together with the personnel designated by the user to participate in the installation and commissioning process, and they will be available at all times to provide skill guidance. Once the equipment has been successfully commissioned, our engineers will conduct another comprehensive technical and theoretical training session for the key operators and maintenance staff, ensuring that users can operate the laundry equipment correctly, master the essential techniques of proper washing, and receive all necessary documentation for equipment operation and maintenance.
- Given the high turnover rate among laundry operators, we can organize ad-hoc on-site or factory-based technical training sessions at any time, as requested by the customer.
- Online remote training courses:
- Provide self-service inquiry, learning, or consulting services. On the website and WeChat official account, offer introductions to the basic knowledge of relevant products, technical support, and answers to frequently asked questions.

▍System Training

- The company’s headquarters (Shanghai) will establish a specialized training school for laundry technology. Customers can send their staff to participate in more formal training sessions on an irregular basis, thereby enhancing their knowledge and skill levels. The school is equipped with cutting-edge teaching software and hardware, and its systematic laundry technology training will be conducted by qualified instructors. The training programs include: training on the operating principles of laundry equipment, hands-on training in equipment operation and maintenance, training in laundry process technologies, and training in the management and operation of laundry facilities.
- Training recommendations
- Bidders shall submit a detailed training proposal tailored to the actual conditions of this project.
- The training proposal should include, but is not limited to, the following:
- 1) Training content;
- 2) Training objectives;
- 3) Training start time and location;
- 4) Facilities, training materials, and resources used for the training;
- 5) Training effectiveness and assessment of instructors.

▍Training Content

- 1) Mechanical principles of equipment and machinery;
- 2) Principles of electrical control for equipment;
- 3) Equipment and machinery operation training;
- 4) Equipment maintenance and servicing training;
- 5) Daily equipment usage training;
- 6) Laundry plant management and washing technology training;

▍Number of trainees

- Unlimited

Staffing and Education Requirements for Each Workstation

- The above staffing levels are for full production capacity; the staff marked with ※ may be adjusted appropriately based on business volume.